GetFeedback

AUGUST 15, 2018

According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week. Take an omni-channel approach. After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations.

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Omni-Channel Effort Score Customer Satisfaction Measurement 150

ShepHyken

NOVEMBER 14, 2016

Sharpen) Customer service research: people are less patient; need their omni channel inquiries solved quickly. I especially like number four, which discusses the end of Omni-Channel. Matt Dixon, co-author of The Effortless Experience suggests that companies came up with the concept of channel choice.

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Omni-Channel Customer Service Trends Contact Center 48

Uniphore

NOVEMBER 2, 2021

Uniphore is the one architecture for the modern enterprise – a platform to handle all omni-channel customer interactions, ensuring all conversations, information and support provided to B2B2C buyers is consistent, complete and connected across all digital and human channels. Texting Statistics 3 – Berger, Jonah.

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Omni-Channel Video Contact Center Sales 100

Martin Hill-Wilson

JANUARY 29, 2016

Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent. In April 2016, there is the first chance for UK service leaders to become fully immersed in the intelligent assistance opportunity. Self Service.

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Omni-Channel Roadmap Self Service Customer Journeys 40

Vonage

DECEMBER 7, 2015

Today’s service providers understand their customers’ evolving demands for seamless, more personalized service via their channel of choice. For any customer service organization, embracing an omni-channel service philosophy should be a top priority. Visibility and accessibility are key to establishing omni-channel service.

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Omni-Channel Trends Self Service Travel 120

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. Looking at the future of retail?

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Retail Omni-Channel Ecommerce Multi-Channel 113

BlueOcean

FEBRUARY 14, 2018

In fact, Deloitte predicts that omni-channel customer interactions are going to increase in complexity this year. And finally, you need 2020 metrics – not 2016 metrics. Bots Will Handle Simple Social Questions. Customer interactions are growing more complex. What does that mean?

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Omni-Channel Social Media Contact Center Self Service 149

Joe Rawlinson

JUNE 1, 2016

Omni-Channel Support Options. In fact, many who ask a company a question or leave a complaint on a social channel expect a reply within an hour. To deliver the best customer service experience, offer support options across all channels, and prioritize live chat and voice support. billion in 2016. Personalization.

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Omni-Channel Customer Expectations Meeting Multi-Channel 60

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). John Paul is developing omni-channel experiences for the customers leveraging on capabilities in digital concierge. www.johnpaul.com.

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Omni-Channel Leadership Self Service Automotive 40

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.

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Omni-Channel Virtual Call Center Customer Experience Self Service 52

Natalie Petouhof

SEPTEMBER 22, 2016

They look at the technology stack that is underneath the omni-channel customer experience technology and optimize it. Some brands have optimized both the customer experience, omni-channel technology as well as the technology stack underneath omni-channel technology.

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Omni-Channel Customer Experience Customer Experience Professionals Social Media 40

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

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Omni-Channel ROI Culture Trends 80

ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. This is the first half of 20 “power phrases” that all of your employees should be using for both customers and co-workers.

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Omni-Channel Social Media Customer Service Contact Center 48

Joe Rawlinson

MAY 31, 2017

Immediately respond to emails, tweets or phone calls with omni-channel support to provide seamless engagement. According to the 2016 Customer Engagement Index, 47 percent of customers take their business to a competitor within a day of experiencing poor customer service, and 79 percent do the same within a week.

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Customer Retention Omni-Channel Strategy CRM 98

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. What you can do: Establish an omnichannel strategy.

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Contact Center Report Banking eBook 100

ShepHyken

JULY 25, 2016

The omni-channel strategy for customer service part 1: email by Heerd. The post 5 Top Customer Service Articles For the Week of July 25, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Follow on Twitter: @Hyken .

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Omni-Channel Customer Service B2C eBook 48

Esteban Kolsky

OCTOBER 21, 2015

And getting your speaker submissions done for conferences in 2016. Multi-channel. Omni-channel. Yes boys and girls. That time of the year again. You have until November 6 to send in your proposals (here is the link ). Measurement. Employee engagement. Agent engagement. End -to-end experiences. Digital transformation.

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Omni-Channel Customer Service Multi-Channel Conference 60

CSM Magazine

JUNE 20, 2016

One of the biggest changes undoubtedly being the shift from a voice-only call centre to the omni-channel contact centre, which encompasses any and all customer contact points, from web chat and email to social media and self-service. Download How to Deliver an Exceptional Customer Service With Your Contact Centre here.

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Omni-Channel Exceptional Customer Service Self Service Customer Service 40

Customer Interactions

JUNE 21, 2016

Featuring Lauren Teague on Convinceandconvert.com talking about getting ahead of this year’s social media trends; Marketo.com with a great blog on 3 trends that will drive digital transformation; The great Ted Rubin with his “Good Marketing + Great Customer Service = Omni-Channel Success;” and more.

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Omni-Channel Marketing Social Media Trends 31

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. Omnichannel Communication While omnichannel communication has been around for a while, it only caught on in the decade gone by, thanks to a proliferation of handheld devices.

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Trends Self Service Contact Center Omni-Channel 208

OpinionLab

AUGUST 23, 2016

Here were some of the main topics being discussed: Theme 1: Omnichannel, omnichannel, omnichannel. We recently published a Strategy Guide highlighting comprehensive omnichannel data and trends. That omnichannel is a big deal and a lot of retailers are treating this as their number one CX focus right now.

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Customer Journeys Apparel Omni-Channel Retail 60

Bold360

MARCH 9, 2017

But with savvy and discerning consumers, it isn’t enough to simply offer features of self-service– your business needs to remain at the forefront of the digital self-service revolution with an omni-channel strategy and a seamless approach to the customer experience. Self-Service for the Win.

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Omni-Channel Self Service Consumers Connections 65

NICE inContact

FEBRUARY 29, 2016

Our solution will enable omnichannel connectivity between patients and thousands of specialized caregivers via both 24/7 on demand capabilities as well as scheduled sessions. The majority of these caregivers will work remotely from their own offices for care centers in this revolutionary protocol for disease management.

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Contact Center Omni-Channel e-support Social Media 120

COPC

JANUARY 6, 2017

have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.

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Survey Omni-Channel Customer Experience Management Groups 40

Alida

JULY 11, 2017

Go beyond digital—think omnichannel. In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. In the United Kingdom, “good” scores were scarce. Forrester’s study offers some clues.

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Customer Experience Effort Score Omni-Channel Retail 183

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. Announcing Talkdesk Omnichannel. 5 Ways to Spend the Weekend in SF Before Opentalk 2016. Zuora CEO Tien Tzuo Shares Insights at Opentalk 2016. 5 Amazing Speakers You Can Expect at Opentalk 2016.

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Social Media Omni-Channel Conference Call Center 40

Clarabridge

DECEMBER 21, 2016

We have been busy in 2016, making sure Clarabridge CEM solutions fit our customers’ needs. We focus on omni-channel listening and analysis. In 2016 we have added new emotion detection, enhanced the dashboard capabilities in the CX Studio interface, and broadened global language support (now including German!).

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CEM Omni-Channel Social Media Analytics 40

Clarabridge

DECEMBER 21, 2016

We have been busy in 2016, making sure Clarabridge CEM solutions fit our customers’ needs. We focus on omni-channel listening and analysis. In 2016 we have added new emotion detection, enhanced the dashboard capabilities in the CX Studio interface, and broadened global language support (now including German!).

CEM 40

CEM Omni-Channel Social Media Analytics 40

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Being omnichannel When millennials do have an issue, they don’t want to have to put their lives on pause, being stuck at home on the phone, trying to make contact but forced to listen to horrible hold music.

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Omni-Channel Self Service Customer Service Social Media 48

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS.

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Trends Customer Service Chatbots Omni-Channel 214

Natalie Petouhof

FEBRUARY 21, 2016

February 8, 2016 application process begins. August 8, 2016 last day for submissions. September 7, 2016 finalists announced and invited to Connected Enterprise. September 12, 2016 voting opens to the public. September 21, 2016 polls close. examples: digital retail, supply chain, payments, omni-channel retail).

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Omni-Channel Customer Experience Customer Service Innovation 40

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Author: Guest author: Martin Hill-Wilson One of the masterclasses I run is on omnichannel engagement. Yes, the snake oil is already out and about for the next greatest hero channel. New channels constantly appear.

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Omni-Channel Engagement Multi-Channel Resources 55

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. The answer to this question is the same as it was in 2016 and will be the same as in 2018 ? Here’s what we learned.

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Contact Center Omni-Channel Brands Hospitality 133

ShepHyken

MARCH 10, 2017

Yet , the average response time in 2016 was 15 hours and 17 minutes , which is hardly the superior service that most companies believe they deliver. Read Shep’s latest Forbes Article: Moving From Omni-Channel To A Channel-Less Customer Experience.

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Omni-Channel Customer Service Study Social Media 88

Cyara

JULY 10, 2018

We all know that customers want and expect to have the context of their interactions with an organization carry with them as they move from one channel to another. According to Salesforce, 75% of consumers expect consistency across channels (Salesforce, State of the Connected Customer , 2016).

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Omni-Channel Connections Consumers Interaction 52

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Omnichannel. Along with Talkdesk’s many product releases at Opentalk, we introduced Talkdesk Omnichannel , which will include voice, SMS and video to allow companies to connect with their customers in whatever way works best for them. Modern businesses strive to meet customers on their level.

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Self Service Omni-Channel Customer Centricity NPS 40

Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. Make the Branch the Core of Your Omnichannel Experience. Taking this one step further, institutions should be placing the branch at the heart of this omnichannel journey.

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Banking Omni-Channel Multi-Channel Self Service 40